Bringing Clarity to Customer Service Business Support NVQs on the Framework Welcome 1

Bringing Clarity to Business Support NVQs on the Framework 12/09/2018 Bringing Clarity to Business Support NVQs on the Framework Agenda Welcome and introductions Overview of Customer Service qualifications and structures Qualification highlights Main differences and new units Rules of Combination (ROC) Assessment strategy Qualification approval Efficient and effective assessment and guidance Support resources © City & Guilds 2002

Sector Skills Body (SSB) Update Contacting the Sector Skills Body (SSB) New: The Council for Administration (CFA) Tel: 020 7091 9620 Website: www.cfa.uk.com Previously: The Institute of Customer Service (ICS) Tel: 01206 571 716 Fax: 01206 546 688 Website: www.instituteofcustomerservice.com 3

Overview of Qualification and Structure City & Guilds Reference QAN Number Qualification Title End Registration Date End Certification Date 4430-01 500/9348/4 Level 1 NVQ Certificate in Customer Service 31 Jul 2014 31 Jul 2015 4430-02 500/9341/1  Level 2 NVQ Certificate in Customer Service 31 Jul 2016 4430-03 500/8818/X Level 3 NVQ Diploma in Customer Service 31 Jul 2017 4430-04 500/8817/8 Level 4 NVQ Diploma in Customer Service

Qualification Highlights Registrations available from 1 August 2010 The Institute of Customer Service (ICS) have confirmed the Qualifications as Full Qualifications These qualifications replace the 4543 Level 1-4 NVQs in Customer Service There are no major changes in units or evidence requirements 18 New units, reflecting changes in market eg Self Service Flexibility Automatic approval

Overview of Qualification and Structure Rules of Combination Level 1 NVQ Certificate in Customer Service (4430-01) Total number of credits 22 Credits at Level 1 12 Mandatory credits 8 Optional units 14 Plus minimum of One unit from each theme 6

Overview of Qualification and Structure Rules of Combination Level 2 NVQ Certificate in Customer Service (4430-02) Total number of credits 28 Credits at Level 2 15 Mandatory credits 8 Optional units 20 Plus minimum of One unit from each theme 7

Overview of Qualification and Structure Rules of Combination Level 3 NVQ Diploma in Customer Service (4430-03) Total number of credits 42 Credits at Level 3 22 Mandatory credits 12 Optional units 30 Plus minimum of One unit from each theme 8

Overview of Qualification and Structure Rules of Combination Level 4 NVQ Diploma in Customer Service (4430-04) Total number of credits 67 Credits at Level 4 35 Mandatory credits 20 Optional units 47 Plus minimum of One unit from each theme 9

New Units Level 1 Handling Problems Take details of customer service problems. Level 2 Delivery Handling Problems Development and Improvement Deal with customers across a language divide. Use questioning techniques when delivering customer service. Deal with customers using bespoke software. Maintain customer service through effective hand over. Deliver customer service to difficult customers. Support customers using on-line customer services. Buddy a colleague to develop their customer service skills. Develop your own customer service skills through self-study. Support customers using self-service technology. 10

New Units Level 3 Impression and Image Development and Improvement Build a customer service knowledge set. Monitor the quality of customer service transactions. Level 4 Foundations Impression and Image Development and Improvement Demonstrate understanding of customer service management. Follow organisational rules, legislation and external regulations when managing customer service. Make customer service environmentally friendly and sustainable. Apply technology or other resources to improve customer service. Review and re-engineer customer service processes. Manage customer service performance. 11

Assessment Strategy Read all guidelines in the Assessment Strategy for the methods mentioned below. Simulation The use of simulation for the following Level 1 NVQ Units only: C1 Recognise and deal with customer queries, requests and problems C2 Take details of customer service problems Realistic Working Environment (RWE) The use of a Realistic Working Environment including work experience and work placement is allowed for all units in the Level 1 and Level 2 NVQ 12

Assessment Strategy Read all guidelines in the Assessment Strategy for the method mentioned below. Employer Direct Model The Employer Direct Model has been developed to meet the needs of specific employers based on their knowledge of the Customer Service NOS and qualifications and their history of internal assessor/internal verifier expertise. 13

Customer Service Activity Within your groups, with the Rules of Combination and list of units available – prepare a structure for the following: A Level 2 NVQ Certificate in Customer Service A Level 3 NVQ Diploma in Customer Service A Level 4 NVQ Diploma in Customer Service (job roles will be shown on the handout for this activity)

Apprenticeship/Advanced Apprenticeship Apprenticeship - Customer Service Advanced Apprenticeship - Customer Service Candidates can register for Functional Skills within the packages, however those completing Key Skills, Core Skills, Essential Skills or none of those listed do not register results for Functional Skills. Level 2 Apprenticeship Package (9065-02) Level 2 NVQ Certificate in Customer Service (4430-02) Certificate in Customer Service (4417-02) Functional Skills English Level 1 Maths Level 1 Level 3 Advanced Apprenticeship Package (9065-03) Level 3 NVQ Diploma in Customer Service (4430-03) Certificate in Customer Service (4417-03) Functional Skills English Level 2 Maths Level 2 15

Support Resources Documentation available on the website 12/09/2018 Support Resources Documentation available on the website Handbooks for Level 1-4 Generic recording form link Events resources including Activity Customer Service brochure and information sheet www.cityandguilds.com To be added Centre Guide Currently reviewing previous NVQ in Customer Service documents Candidate handbook Recording forms HAB recording forms © City & Guilds 2002 16

Support Resources Candidate Logbook 12/09/2018 Support Resources Candidate Logbook 4430 Level 2 NVQ Certificate in Customer Services Creates a consistent approach to recording learners Evidence requirements, saving time and effort in assessment Well presented high quality document Easy-to-use recording forms Clear page design Order code: TL024430 © City & Guilds 2002 17

Support Resources Supported Qualifications 12/09/2018 Support Resources Supported Qualifications 4430 Level 2 and 3 NVQ Certificate/ Diploma in Customer Services 4417 Level 2 and 3 Certificate in Customer Services Saves significant time by providing relevant, qualification specific support concentrated in a centralised place Provides you with high quality document Qualification support materials written by subject matter experts Opportunity to share best practice in discussion forums 24/7 access to online support materials aimed at both tutors and learners Contact your local regional office for more details or: Print helpdesk e-helpdesk 020 7294 4113 020 7294 3435 © City & Guilds 2002 18

Other Customer Service Qualifications Level 2 and 3 Certificate in Customer Service (4417) Provide evidence towards the core units of the NVQ Competitively priced Prepared for the Framework Technical certificate for the Customer Service Apprenticeship Two Mandatory Units at Level 2 and 3 Level 2 13 credits, 115 GLH - Gola Test and one assignment Level 3 13 credits, 105 GLH - Two assignments Assignments are externally set, internally marked, externally verified 19

Other Customer Service Qualifications Level 2 Award in Principles of Customer Service in Hospitality, Leisure, Travel and Tourism (4421-02) – 1 credit, 10 GLH Level 3 Award in Supervising Customer Service Performance in Hospitality, Leisure, Travel and Tourism (4421-03) – 2 credits, 20 GLH Suitable for one and two day short courses Specific to the sector Prepared for the Qualification and Credit Framework Written short answer question paper plus a case study at Level 3, on demand Level 1, 2 and 3 Awards in Customer Service (8992) – 6-10 credits, 30 – 90 GLH Suitable for any customer service role generic to any industry Ideal for employer induction training Written question paper, on demand 20

Other Customer Service Qualifications Level 2 Award in Customer Service Delivery (4425-02) - 2 credits, 20 GLH Level 2 Award in Customer Service Improvement (4425-12) - 2 credits, 20 GLH Level 3 Award in Leading Customer Service (4425-03) - 3 credits, 30 GLH Available Now Generic to any industry Suitable for short courses Level 1 Award for Introduction to Customer Service (4411-01) Level 1 Certificate for Introduction to Customer Service (4411-11) Entry 3 Award for Introduction to Customer Service (4411-30) Entry 3 Certificate for Introduction to Customer Service (4411-33) Suitable for Foundation Learning Portfolio assessment 21

9/12/2018 Any questions? © City & Guilds 2002

Business & ITQ Plus - Skilsure Demonstration 12/09/2018 Business & ITQ Plus - Skilsure Demonstration General features and benefits Upload and reference any type of digital evidence to a candidate’s unique e-portfolio Unique logons for candidate, assessor, IV, EV, company personnel, and local system admin High level of data security Real time reporting on progress, visible progress tracking Easy for candidates to use © City & Guilds 2002 23

Business & ITQ Plus - Skilsure Demonstration 12/09/2018 Business & ITQ Plus - Skilsure Demonstration Special features and benefits Integrated with City & Guilds registration 30 day free trial Competitively priced Automated credit calculator for Framework Automated IV sampling plans Improves quality, saves time and money © City & Guilds 2002 24